What is your returns policy?

We want you to be completely satisfied with your purchases. If you are not completely satisfied with any item you ordered, just return it, if possible in the original packaging with your original order number within 14 days of the date of receipt and we will refund your money or send you a replacement - no questions asked.

Items returned under Remarkable's 14 days returns policy must be unopened with any seals and shrink-wrap intact (e.g., blister packed products). Please note: we can only accept the return of opened items if they are faulty. We are only able to replace identical products (requests for different colours acceptable), so if you wish to order additional items it will be treated as a new order.

The Remarkable Pencils Limited guarantee is in addition to your statutory rights.

When you send your item back to us, we'll process the returned item then notify you via e-mail of your refund. You can expect a refund in the same form of payment originally used for purchase within three weeks of our receiving your return.

If you are returning an item because of an error on our part or because it is damaged or defective, we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.

When you return goods, please retain proof of posting from your shipper. Without this we cannot be responsible for any items that fail to reach us. We always try to process returns as soon as they arrive. However, during busy periods, please allow up to 21 days for your return or exchange to be processed. Please note that refunds for items bought as gifts can only be given to the original payer, and if you decide to swap an item, we can't stop the payer knowing.

Can I exchange an item?

We are happy to accept items for exchange providing they fall under our 14 day return policy. Items returned under Remarkable Pencils Limited’s 14 days returns policy must be unopened with any seals and shrink-wrap intact (e.g., blister packed products). Please specify the item you require in exchange for the returned item. You must also provide your original order number.

When do I get my refund once I have returned an item?

You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.

What are my rights under the distance selling Regulations?

If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 7 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation.

You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the Distance Selling Regulations. Full details of your rights under the Distance Selling Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.